An Astonishing Lack of Urgency (And What You Can Do About It)

12:15 PM Tuesday October 28, 2008
by John Kotter

Tags:Crisis management, Decision making, Leadership

kotter_100.jpg

I just left a very typical company that is facing the economic peril all around us. This is what I observed:

Finger pointing. Everyone I spoke with said the firm was facing a difficult time, some talking in terms of a mild hurricane, others a full blown tsunami. But an astonishingly large number of people saw the problem, or the action required to solve the problem, as "over there." They — the marketing department, the senior management, the engineers, the government — need to act swiftly. When I could fit it into the conversation without sounding absurdly accusatory, I asked: and you, what are you doing? The most common response was mildly defensive, or frustrated, or surprised that I would assume they could do anything meaningful to deal with the mess that those people had caused and that some other group was making worse. When people see the problem and solution as "over there," they typically do little to change what they are doing. If you think about it, that's only logical. It's also the very essence of complacency.

Frenetic (and unproductive) activity. When I asked senior management at this firm if their people had a sense of urgency to deal with the new, potentially perilous challenges they faced, the verdict varied from "some" to "plenty." Almost no one thought my question worth discussing, even if only for a few minutes. The evidence of the storm was everywhere, they correctly pointed out. Twenty-four hours a day on the news channels. It doesn't require an IQ of 150 to see that the company could face slack demand for most of its products. Non-essential projects must be cut. Some jobs will probably have to be cut. People are exhausted going from meeting to meeting trying to make difficult decisions. The lights are on at 8:00 p.m. We created nine new task forces last week. Is there a sense of urgency? Are you kidding? Just look around you.

I do look around. In places where there is not the finger-pointing complacency, what I see is anxiety- or anger-driven activity. Not productivity or results — just activity. I do see people nearly running down the halls. But they seem to be running in circles. Power-point presentations are expanding fast. Those meetings are achieving...what? It's not obvious to me, the outsider. This isn't a powerful sense of urgency to move quickly and intelligently to deal with a difficult situation. I'm not sure what it is. A false urgency?

Real urgency is a belief that, yes, there are big hazards and big opportunities out there (not just the former). More importantly, true urgency is a set of emotions, a gut-level feeling that we need to get up every single day with total determination to do something to deal with those hazards and opportunities and make some progress, no matter how modest, and do so today. It's not naïve. It doesn't assume you have the power to create a miracle, or that big problems can be solved in a day. But that doesn't slow a resolve to do something now to help the firm win, no matter the circumstances.

True urgency leads to an almost hyper-alert behavior, a constant search for what you can do — even if it's only making a useful comment that steers one meeting today in a more productive direction. True urgency is relentlessly sensible. Twelve-hour work days under tough conditions stress almost anyone out after a while; this actually impairs a sense of true urgency. With real urgency, people cut out low priority work and delegate more. They cooperate more with others who are taking smart action. They look for the opportunities hidden in the hazards. All of this increases the chances that the impact of the hazards will be minimal and new opportunities will be found.

There is a huge difference between 1) complacent, what-can-I-do feelings, 2) anxious, angry, flustered feelings, and 3) a deep determination to make something useful happen today so we will not just survive, but win. There is a huge difference in the actions that flow from these feelings. And there is no question about what we are seeing far too often right now, even in good companies, with good people, and good management. It's complacency and false urgency. And both are very dangerous.

What can you do?
1) It all starts with seeing what is really going on. What are people around you, working for you, leading above you, really doing? Go out and look carefully. Search for data. It is not difficult to see the truth when you know what to look for.

2) Help others to see the reality. Yes, tell them. But also show them. Help them to go look for themselves.

3) Become a beacon of true urgency for all around you to see. Behave with a sense of real urgency yourself, each and every day. You don't need to confront the complacent when you know they will be confused or angry. You don't have to lecture those caught up in a false urgency. Show them what is needed. Your actions can be infective.

Some well-known companies are going to be wounded badly over the next few years. In a few cases, this may be inevitable, no matter what is done. But in the vast majority of cases, I think — and I have thought a great deal about this — inevitable is not the case. And a true sense of urgency, starting right now, is a logical part of the path to a better future.

John Kotter, Konosuke Matsushita Professor of Leadership, Emeritus, at Harvard Business School, is widely regarded as the world's foremost authority on leadership and change. His latest book is "A Sense of Urgency."

For more ideas on creating effective urgency, please visit the John Kotter Home Page.

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Comments

Excellent timely article, thanks.

Good quotes from this article are:

"They (co-workers or team members) cooperate more with others who are taking smart action".

"You don't have to lecture those caught up in a false urgency. SHOW them what is needed.

In each case, actions speak louder than words.

I'll definitely pick up this book on Amazon.

- Posted by None 
October 29, 2008 3:14 PM

Thanks John. My organization faced many of the challenges that others are facing, and only when we took action (elevated a sense of urgency), did our engagement go up. People truly like being a part of the solution - especially in crisis.

P.S. We accomplished everything we set out to change. Our sense of urgency made a difference.

Mike

- Posted by Mike Thompson 
October 31, 2008 10:31 AM

John Kotter, Bingo...your write up is truly gem of a piece,and perhaps the most fascinating article I have read over the years.A real sense of urgency doesn't mean to be reckless, or be in a state of flustered hurry in achieving some thing. "Urgency" tacitly implies working with passion,through inner strength and composure,with zeal and gusto and setting up the time lines for your self. If we take any task as a mission, and go full throttle to accomplish it, it would be least tiring and enervating. As spoken in Holy Geeta, "karma or the action" and deeds performed in true sense, keeps a man energetic, alive and spirited. If we analyse the psychology of a listless, idle and fatigued person, it is do to his "non doings", or the state of being in stupor,sloth and slumber in performing the acts. That is why, Geeta emphasis on the relevance and importance of actions, and that too with a sense of true urgency, or else life turns into complecancy with lackadaisical approach.

At times, we encounter people rushing and bustling in offices, carrying files, making Power point presentations, sipping cup of
coffee while multi-tasking....showing "urgency" but in reality they all keep moving in some vortex ,like a merry-go-round circus, with nothing achieved .At the end of the day, their results belie their acts. Such organisations dwindle soon and their so called busy staff get laid off, with absolute idleness and lethargy. But i beg to differ that true urgency is a positive sign whereas hyper-activity is a sign of nervousness and anxiety.

Nonetheless the article is indeed a motivational elixir, for any one to pep up his spirits and go ballistic.


Sandy Dheer
New Delhi India

- Posted by sandy dheer 
October 31, 2008 2:54 PM

John-- I have always admired your change books and articles. I am involved in the phsycial security business (when I am not writing books and articles!)and I have major obstacles in managing, training and selling because of the lack of urgency.

I just finsihed my own 6th and 7th books--"Do What Matters Most" and "Reality Repair." I usually have to plow through miles and tons of non-urgent, nonsensical BS to get to the Land of Simple where the true urgents wait to be discovered and worked on, with urgency.

My favorite quote to cut to the chase..."Nothing is more disaming than the truth spoken clearly and quietly." But all the good stuff is hidden away in the mountains of overload and the treadmill trap to the no-where zone.

Regards,

Bill Cottringer

- Posted by Bill Cottringer 
October 31, 2008 7:00 PM

John
Everything you say is true, unfortunately over the past years of plenty industries (particularly financial services and hi-tech) have failed to educate their management to be able to do little more than manage spread-sheets. What I see today in these industries is the culture of "busy is good" with no sense of purpose. This is where the real weakness lies; not with the leadership nor with the staff but in an incapable middle management. I saw an example of this with a major hi-tech company recently where the leadership sent out an excellent message saying that traditionally they had always hurt their competition most during downturns and that this was to be no exception. To the staff this was a message of hope and direction but all they got from their line management was a demand to provide a short term forecast every day!
The winners of the current recession will probably be those who invested wisely in the development of their line management over the past few years.
Regards
Dominic Rowsell
Milan

- Posted by Dominic Rowsell 
November 1, 2008 3:09 AM

Very true.

Most people and companies have been over a period of time hiding behind lot of work, and not confronting that the leaders job is not to do lot of work, but to do all those critical work, on which the future of the organization is hinging.

Not dealing with the real issues, has organizations deal with a myriad of other issues which leave people tired and exhausted without really fulfilling their potential.

Manoj Onkar
President
IndiaNIC Infotech Ltd
www.indianic.com
manojonkar@gmail.com

- Posted by manojonkar 
November 1, 2008 3:26 AM

Hi John,

Excellent article...Sense of Urgency is the keyword in bringing upon immediate and effective change in a given company.

Lisa K
http://www.coolmediaplacement.com

- Posted by Lisa K 
November 1, 2008 6:23 PM

Good perspective. I'd also suggest that in addition to complacency and false urgency is fear (fear of failure, fear of leading, fear of making (wrong) decisions ... paralyzing fear). I've recently noticed that clients who were pretty clear-headed and smart-thinking during the 'good times' are absolutely challenged to make decisions or lead their companies or teams during these (admittedly, unprecedented in the global impact) 'bad times'.

- Posted by Kris Bovay 
November 2, 2008 10:54 PM

Yes, I do agree you. The subject ot this discussion is actually disturbing.However, methink, the complacent need to be confronted, having lectured them and showed them how things are done!


Thanks!

- Posted by Gabriel Arigu 
November 7, 2008 3:18 PM

Yes I do agree with you. The subject of this discussion is disturbing though! But methink the complacentshould be confronted having lectured them and shown them what to do.

Thanks

Gabriel Arigu

- Posted by Gabriel Arigu 
November 7, 2008 3:21 PM

Hay John,,

Thanks for sharing such informative article with good title "An Astonishing Lack of Urgency (And What You Can Do About It)".

Regards,
http://www.hiddenbrains.com/

- Posted by Web Development India 
July 4, 2009 2:29 AM

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